Voice and email

Grade- 2/3

Skill- Voice and email

Location- Kolkata 

Responsible for handling both outbound & in-bound calls from customers or authorized third parties regarding all process & contingency situations arising due to any issues ▪ Handle customer complaints during peak time and resolve the issues & advice the best resolution available ▪ Responsible for prompt and accurate response to customer’s needs and requests ▪ Ability to compare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstances. ▪ Input data and verify information as it pertains into related systems as and when required ▪ Properly document each customer interaction in the servicing systems as defined by the process ▪ Ensure successful customer support through resolution of back-office tasks whenever not on calls ▪ Understanding of utilities and associated market participants ▪ The results of the analysis can be used to design targeted marketing campaigns, for example: ▪ - Sales Fulfillment: Retaining existing customers (antonym: customer attrition) & Gaining new customers ▪ - Information: Providing timely and regular information to customers ▪ Other examples of the applications of analyses include: ▪ - Evaluating and improving customer satisfaction ▪ - Risk assessment and management ▪ - Data collection and analysis are viewed as a continuing and iterative process. Ideally, business decisions are refined over time, based on feedback from earlier analyses and decisions. ▪ Identify factors important to clients ▪ Handle customer complaints ▪ Ensure customer-based quality parameters are measured and tracke